Agent - Taking Recurring Payments

Modified on Mon, 10 Oct 2022 at 04:27 PM

Agents may take payments over the phone using one of three options:

This article discusses how the Recurring Payment works. 

Select Payment Option

Often times an agent is on the phone with a consumer and they are able to work out a recurring payment plan. While the agent has the consumer on the phone they can now setup a recurring payment plan over the phone for the consumer. Follow the below steps to setup recurring payments.
  1. Look up the consumers reference number. See our How to access a consumer's account help article for more information on how to locate a specific consumer account.
  2. Once you have located the consumer's account, go to the Dashboard tab.
  3. Click the Take Card Payments link.
  4. Enter the consumer's reference number on the Credit Card Payments screen.
  5. Click Start Payment
  6. Select one of the following options from the drop-down menu: 
  • One Time Payment
  • Recurring Payment
Once selected they will be brought to the payment screen. Depending on which option they choose the screen fields will update accordingly.

If the Agent selects One Time Payment the screen will display fields for taking a one-time payment. For more details on how-to-process-a-credit-card-payment-internally click the link. 

If the Agent selects Recurring Payments the screen will change to the below with additional fields to capture the recurring payments.

Process Recurring Payments

  1. Complete the fields outlined in the blue box.
    • Amount - The amount to be scheduled for future recurring payments
    • Total Payment Amount - The total amount to be collected over the course of the recurring payment schedule
    • How Often/ Frequency - Select from one of the following options on how frequently the payments will be made.
      • Weekly
      • Bi-weekly
      • Monthly
      • 1st and 15th of the Month
  2. Complete the credit card information highlighted in the blue box.
    • Card Number - the 16 digit credit card number
    • Expiration - the Month & Year the credit card will expire
    • Security Code - the three digit security code typically found on the back of the card
  3. Check the box in the lower left-hand corner to verify that you have confirmed the consumers information and they have authorized you to take their payment over the phone.

  4. Click Submit to complete the transaction.

       Note:  The consumer's full name and address will auto-fill from their account details.

Once the transaction is complete the system will notify the Agent that the transaction has been processed. An Agent Script can be configured in the system Settings to provide the agent with instructions on what to say to the consumer. Click this link to access additional details on how to configure agents scripts for processing manual recurring payments for your organization.

Customize Scripts for Agents

Our solution also provides the ability to include detailed scripts for agents to read to consumers ensuring they are following company protocols. The script instructions are configured in the Settings of the Administration site. 

Follow the below instructions to configure agent scripts for your organization. 

Note: You must have Payment Admin permissions in order to complete the following steps.

  1. Go to the Settings tab on the top menu.
  2. Click the Payment Settings link on the left side menu.
  3. Scroll down to the Scripts for Agent Screens for Taking Credit Cards.
  4. Click into the text on the right-hand side of the table. This will bring you into the html of the onscreen text for you to create and/or edit the message that the agents will see when taking manual recurring payments.
  5. Click Save or Save And Close when complete.

When an agent is taking a payment over the phone they can then read from the script provided, as shown in the sample below.

For declined card scenarios, consider including instructions on how to address this with the consumer. See example below.

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